Subject: RE: Wrong Delivery // 9620330996 // Refund approval
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Akshay Berry <[email-masked]>, seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, M Ataullah <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Sun, 27 Dec 2020 12:10:53 +0000

PFA

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Shakeeb Arsalan <[email-masked]>
Sent: Thursday, December 24, 2020 4:27 PM
To: Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>; Akshay Berry <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; seeta.seeta <[email-masked]>; Apoorv Joshi <[email-masked]>; M Ataullah <[email-masked]>
Subject: Re: Wrong Delivery // 9620330996 // Refund approval

External email sender, please take precaution.
Hi Team,

Any update ?

Regards
Shakeeb

________________________________
From: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
To: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "M Ataullah" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 21, 2020 5:04:28 PM
Subject: Wrong Delivery // 9620330996 // Refund approval

Hi Team,

Problem Statement: Wrong Delivery,

Order Date : 05-Dec-2020

Order ID: 9620330996
Tracking ID; FP120620000795
Order Value; AED 338.80
Assistance Required: Need to investigation with the relevant team & approve the Refund,

Issue Description: The customer placed the order on 05-Dec-2020, and as per Hybris and tracking ID, it's delivered on 07/12/20, but the customer is claiming he did not receive the order.
however it was escalated to the courier team to provide us POD of this order, they provided us some pictures PFA and advise if it can be consider as POD or not, and the same was updated to the customer but he still insisting the same and syaing he did not receive the order and provided courier man contact number who was contacted with him; +971 58 104 6854.

Customer History; ​This was customer's first order.

Assistance Required: Need to approve the refund

Regards,
Shakeeb

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Subject: RE: manual refund-9620330996
From: Mohd Imran <[email-masked]>
To: Prakash Iyangar <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, ccbackoffice <[email-masked]>, Jessie Caparas <[email-masked]>, Maha Idili <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sun, 27 Dec 2020 12:10:13 +0000

Hi Prakash,

This is customer's first order with us.

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

From: Prakash Iyangar <[email-masked]>
Sent: Tuesday, December 15, 2020 7:05 AM
To: Mohd Imran <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; ccbackoffice <[email-masked]>; Jessie Caparas <[email-masked]>; Maha Idili <[email-masked]>
Subject: Re: manual refund-9620330996

What's the customers history?

Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7CMohd.Imran%40landmarkgroup.com%7C838d330df8974af2188e08d8a0a64689%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637435983289828749%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=GceArLPV%2Bw1ph7hPEMhjpMzmdUDqIgeUojAzSa1BIZ4%3D&reserved=0>

  _____

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 14, 2020 7:11:25 PM
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; ccbackoffice <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Maha Idili <[email-masked]<mailto:[email-masked]>>
Subject: RE: manual refund-9620330996

Hi @Prakash Iyangar<mailto:[email-masked]>,

With reference to order ID 9620330996, the order was updated as delivered on 07/12/20 01:28 ,

The customer confirmed he didn't receive the order.

Case was escalated to OLM but they confirmed order is delivered and shared a picture of the customer's door. However, the customer confirmed not receiving the order

Kindly approve on initiating a manual refund for AED 338.80.

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

From: Maha Idili <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 14, 2020 5:10 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; ccbackoffice <[email-masked]<mailto:[email-masked]>>
Subject: manual refund-9620330996

External email sender, please take precaution.

Dears,

With reference to order ID 9620330996, the order was updated as delivered on 07/12/20 01:28 ,

The customer confirmed he didn't receive the order and he  is calling on a daily basis asking for a solution.

we escalated on Fri, 11 Dec 2020 at 5:13 PM  with ticket number : 1861784 to LMG Delivery company but they confirmed they delivered and they shared a picture for the customer door but the customer confirmed that was not her door ,

please check and advice

Kindly approve on initiating a manual refund for AED 338.80 ,

Your help closing this case will be highly appreciated.

Regards ,

Maha Idili

Backoffice | Crystel

[email-masked]<mailto:[email-masked]>